We performed a comparison between IBM Cognos and Zendesk based on real PeerSpot user reviews.
Find out in this report how the two Reporting solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."Previously, we were doing static reporting. Management would request a report, and it would take staff a week or more to provide it. With Cognos, we have dynamic reporting, and it has reduced both reporting and decision making times significantly. With the solution's dashboard, the company's management team has updated records at their fingertips. This means that they can directly access the data they need to make decisions."
"Report Studio: This is the most powerful and sophisticated tool for professional reporting."
"The three IBM Cognos features I find the most valuable are Dynamic Cubes, PowerPlay, and Watson."
"The most valuable features of IBM Cognos are governance and enterprise reporting."
"The Report Studio that is aimed at professional report writers."
"Security administration tools are powerful and flexible."
"The product is a very good reporting tool and is very flexible. It allows for the users to get a scheduled report."
"The most valuable feature of IBM Cognos is security. The solution has updated features that other competitors' solutions come out with long after IBM Cognos has had them."
"It is a scalable solution."
"What is cool about Zendesk Guide is how it works together with others Zendesk products. Especially with support and with the analytics. Put those together for a small or medium-sized company and it's a really powerful tool."
"It is very easy to connect back and forth between the requester and the person fulfilling the ticket."
"The most valuable features of Zendesk Support are collaboration, reports, and a self-service portal. The customer and team can see all the information needed from the portal."
"The stability has been very good."
"One of the most valuable features is the ease of use. If you take the standalone product, it is so easy to use, but if you want a tailor-made Zendesk Guide, you can't do it yourself. However, you can use a template that already exists—they have a lot, and they're very cheap, around 300-400 euros—and use it on all your brands. It's a very easy product to use."
"We rarely had issues with Zendesk."
"The feature to move over my customer experience team tickets for different specialists is very valuable for my team."
"It would be nice to offer free online training on the tool for end-users."
"I would like to see is more easy building, movement in the reports, and dashboard functionality within reporting. Overall more simple elements within reports. If the elements are simple then you don't have to render a full page, but you can move separate parts in the page."
"I would like to have predictive and forecasting capabilities in Cognos. It's one thing to do reporting, and another thing to easily predict or forecast certain data points, which is very important for all the clients."
"There are many problems with the product's stability part, making it an area where improvements are required."
"Compared to Tableau and PowerBI, the IBM interface is easier to use. However, the drag-and-drop functionality isn't as straightforward. Formatting is also more challenging in the cloud than in other applications, like Power BI. Also, if you encounter an issue, it takes more time to resolve it on the formatting side."
"This product could use improvement in terms of usability for those with less technical know how."
"The charts and graphics are weak."
"There are some problems with how Cognos handles huge data sets and when connecting with multiple sources and searching the data."
"If I write an article, and I have a team of 30 people, and they all have a Zendesk account, when I write an article, I send them an email. "Hey guys, I just wrote this article. It's one of the most popular topics this month on which we are not covered. Please check it and make sure that you include it in your resolutions". The issue is, once I send it to those 30 people, and they open it, the next morning, that article is the most popular article."
"The solution could integrate better with QR codes from some websites such as Facebook."
"One of the drawbacks of Zendesk is that it doesn't provide a secure way for us to send data. So, we usually use a secure SharePoint folder link. We put that in the Zendesk ticket so that the requester has a secure way of getting to their data."
"The data you get when logged in to Zendesk Support differs from the data you get when you programmatically query Zendesk Support through its API because of a sync time delay."
"There is always a network issue with Zendesk. But we don’t know whether it is managed. The network issue is that when I call, it does not let us."
"The price of the solution should be reduced."
"You couldn't give administrative access to new hires."
"As per me, there arent much significant issues or areas for improvement with Zendesk, as my usage of it is limited. I appreciate its ability to organize tickets effectively based on tags, allowing me to easily gather and analyze customer feedback and requests."
IBM Cognos is ranked 4th in Reporting with 132 reviews while Zendesk is ranked 12th in Reporting with 57 reviews. IBM Cognos is rated 8.0, while Zendesk is rated 8.2. The top reviewer of IBM Cognos writes "Improved the quality of our KPIs, while reducing calls to the IT department". On the other hand, the top reviewer of Zendesk writes "Straightforward, very transparent, and very well organized". IBM Cognos is most compared with Microsoft Power BI, Oracle OBIEE, Tableau, SAP BusinessObjects Business Intelligence Platform and Oracle Hyperion, whereas Zendesk is most compared with ServiceNow, JIRA Service Management, Atlassian Confluence, Freshservice and Microsoft Dynamics CRM. See our IBM Cognos vs. Zendesk report.
See our list of best Reporting vendors.
We monitor all Reporting reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.
